Emerging Trends & Technologies in

Contact Center WFONew ways of understanding how

your workforce actually works

Matt MadziaVice President, Research &

Development

DESKTOP ANALYTICS

What is Desktop Analytics (DA)?

• Capturing employees interactions with their computers and processing that data to understand how productivity, efficiency, and accuracy can be improved

What is Big Data?

• Data sets that are too large to be handled by current processes or technologies in use by your organization.

DA Market

• Roughly 1000 companies have purchased DA products for their contact centers worldwide

• DA Sector is expected to grow by 20 – 30% year over year through 2017

• Figures courtesy of DMG Consulting• http://dmgconsult.com/services/cca/abstract.asp

Tiers of Analytics• Identified Data Capture• Application Usage Capture• Application Interaction Analysis• Process/Workflow creation or

improvements

Desktop analytics detects when the user or customer’s identification has been verified. Agent

Workflow

Uptivity Database

• PCI Compliance: Detect when a credit card field is entered and pauses the recording.

• Identity Verification: Detect the entry of a PIN or ID number.

• Healthcare Records: Detect internal patient ID numbers.

• CRM Data: Extract case numbers from each agent’s CRM session.

Identified Data Capture

Application Usage Capture

• Basic Productivity Reporting

• Call Progress Monitoring

Application Interaction Analysis

• True Productivity Reporting

• Process Flow Reporting

• Behavioral Analysis

Desktop Analytics & Behavioral Analysis

• Taking collected data & correlating it with certain behaviors, and extrapolating it to predict future trends.

Process/Workflow creation

• Use desktop information to analyze workflows

• Create and improve processes based on data

12

• Traditional Process– Define/Measure/Analyze– Define Solution– Plan Implementation– Implement– ???– Measurable

Improvements!

How does your workforce work?

How does your workforce work?

• What do many front line employees do with your process?

How does your workforce work?

• Who ends up creating the best processes?

• Your best employees.

How Can Desktop Analytics Help?

• Map your business processes to desktop activity

• Enforce process adherence

• Use KPIs to identify process improvement opportunities

What ways can you use this data?

?

GAMIFICATION

What is Gamification?

• Applying game mechanics to compel users to taking desired actions.– Incentivizing “boring” or repetitive tasks– Fostering competition

Gamification Market

• More than 70% of the world’s largest 2,000 companies are expected to have deployed at least one gamified application by year-end 2014

• Figures Courtesy of Gartner• http://www.gartner.com/newsroom/id/1844115

• Operating improvements from modeling work on games

– Productivity gains from achieving desired performance

– Positive, stimulating work culture aligned to standards

– Improved employee retention from well-defined goals / incentives

Gamification Benefits

• Achievements/badges

• Leveling Up

• Head-to-head challenges

• Trading/Gifting

Game Types

– QA evaluation scores

– Agent ranking for period

– Improvement in quality score

– Post-call satisfaction survey score

– Script adherence score

– Improvement in first call resolution

– Improvement in average handle time

– Improvement in attendance

– Positive customer feedback

– Completion of training

Sample Achievements

• Game leaders create automatic / ad hoc achievement contests

• Leaders assign start and end dates of contests

• Leaders award scores / track progress of individuals / teams

• Achievement widgets / leaderboards communicate rankings

• Status conveyed via emails / icons on desktops

• News widgets broadcast contest standings

Gamification Practice

• Identify game objectives and align achievements to them

• Display contest results to acknowledge / reward top performers

• Keep gamification structure flexible to accommodate change

Best Practices